Adjusters Speak Up About Elevating Their Career: The Importance of Professional Development

By: Nikki Jackson, MBA, CPCU, ARM, CDMS

A colleague of mine affectionately calls me the alphabet soup lady and I’ll tell you why in a minute.  As a claims professional in the dynamic and challenging field of workers' compensation, you understand the complexities and demands of your role. From managing claims from the first report to closure to navigating diverse caseloads and client service instructions, your expertise is invaluable to your organization and the clients you serve. However, in an industry where talent retention is crucial, investing in your professional development can elevate your career and contribute to long-term success.

Recent research highlights the pivotal role of professional development in enhancing loyalty, tenure, and overall job satisfaction among claims professionals like yourself. A study involving 140 workers' compensation claims professionals revealed some compelling findings that underscore the significance of ongoing learning and growth opportunities.

Firstly, the study revealed that over ninety percent of claims professionals viewed professional development programs as extremely important. This aligns with the broader trend across industries, where continuous learning is recognized as essential for staying competitive and adaptable in a rapidly evolving landscape.

Moreover, the research found that engagement in professional development programs had a significant positive impact on loyalty to employers. Nearly ninety percent of participants reported feeling more loyal to their organizations when involved in such programs. This reaffirms the notion that investing in employees' growth and skill development fosters a sense of commitment and dedication.

How to Communicate with Someone Who has Suffered a Brain Injury

When someone has a brain injury, it can be difficult for them and their support system. Cognitive recovery is unpredictable, and communication can be challenging. When communicating with brain injury patients, it’s essential to understand that their injury is not just a physical condition.

When someone has a brain injury, it can be difficult for them and their support system. Cognitive recovery is unpredictable, and communication can be challenging. When communicating with brain injury patients, it’s essential to understand that their injury is not just a physical condition.

It is a combination of cognitive, emotional, and behavioral changes that can affect their ability to interact with the world. These changes can cause memory impairments, mood swings, and difficulties with attention and comprehension. Each patient’s injury is unique and requires an individualized approach to communication.

Communicating with brain injury patients requires patience, empathy, and understanding of their condition.

Here are some tips for effectively communicating with individuals who have experienced brain injuries:

• Speak Clearly and Slowly: In their native language, use simple words and speak at a moderate pace, avoiding complex vocabulary or jargon that may be difficult for them to comprehend.
• Give Them Time to Process: Allow the individual extra time to process and respond to information. Be patient and avoid interrupting or rushing them.

Ever wonder how other adjusters use OneNote to help them with their role? Discover the secret sauce to success from a former adjuster. This adjuster will show you how Microsoft OneNote can revolutionize your workflow and boost productivity in managing multiple claims across jurisdictions. Say goodbye to scattered templates and hello to organization with OneNote's dynamic features. Join us as we build a notebook together.

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Navigating Medical Appointments Involving Hard-of-Hearing or Deaf Individuals

Roughly 1 in 8 individuals in the US working population experience hearing difficulties. Out of those with hearing difficulty, occupational exposures account for 1 in 4 cases. When handling a claim involving a hard-of-hearing or deaf injured worker, what steps should be taken to ensure a successful medical appointment?

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Effective Communication Techniques
for Fostering Strong Work Relationships

In the high-stress, high-stakes world of workers' compensation and case management, effective communication isn't just a tool—it's the foundation of every successful interaction. For adjusters and nurse case managers, mastering conversational skills can mean the difference between conflict and collaboration, misunderstanding and clarity. Below, we explore critical conversational strategies to foster healthier, more productive working relationships.

Active Listening

What it is: Active listening involves fully concentrating on what is being said rather than passively 'hearing' the speaker's message. It means listening with all senses and giving full attention to the speaker.

Example: When a claimant explains their situation, an adjuster or nurse case manager should listen attentively, nodding and providing verbal acknowledgments like "I understand" or "I see" to convey their engagement.

Tip: Paraphrase what has been said to confirm understanding, e.g., "So, what you're saying is…"

Open-Ended Questions

What it is: Open-ended questions are designed to encourage a full, meaningful answer using the subject's knowledge and feelings. They are the opposite of closed-ended questions, which typically elicit a yes or no response.

Example: Instead of asking, "Did you follow the doctor's recommendations?" (which can be answered with a yes or no), ask, "How have you been following the doctor's recommendations?"

Tip: Use open-ended questions to gather detailed information and show interest in the speaker's perspective.

Positive Language

What it is: Positive language focuses on what can be done rather than what cannot. It's about framing your messages in a positive, optimistic light.

Example: Instead of saying, "Don't call me after 5 PM," say, "I'm available for calls until 5 PM."

Tip: Reflect on the phrasing of your sentences. Where possible, reframe statements to highlight positive actions or outcomes.

For workers' compensation adjusters and nurse case managers, effective communication is not just about exchanging information. It's about building relationships, understanding needs, and facilitating positive outcomes. By honing conversational skills such as active listening, empathy, and clear communication, professionals can navigate the complexities of their roles with greater ease and success. Remember, the goal is not just to talk but to connect, understand, and resolve.

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